Hotel Front Desk Supervisor - PM Shift

Responsibilities

• Greets guests immediately with a friendly and sincere welcome.
• Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate actions, and provides accurate information such as outlet hours and local attractions.
• Promptly completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rates.
• Makes an appropriate selection of rooms based on guest needs.
• Codes electronic keys.
• Nonverbally confirms the room number and rate.
• Provides welcome folders containing room keys, certificates, and coupons as appropriate.
• Closeouts guest accounts at the time of check out.
• In the event of dissatisfaction, negotiates a compromise, which may include authorizing a revenue allowance.
• Requires standing and continual mobility throughout the front office area.
• Promptly answers the telephone using a positive and clear English language.
• Inputs messages into the computer.
• Retrieves messages and communicates the content to the guest.
• Retrieves mail, small packages, and facsimiles for customers as requested.
• Manages Third Party Internet billing and arrivals.
• Prepares group arrivals.
• Prepares pre-arrival packets as requested/required.
• Anticipates the flow of arrivals and takes necessary steps to ensure smooth check‑in/out.
• Trains new agents in daily duties including cash handling procedures, use of CRM Toolbox, and organization of the hotel.
• Ensures compliance with all brand standards.
• Coordinates and tracks successful completion of training on the PMS system.
• Monitors and tracks the time and attendance of associates.
• Reinforces attendance policy with staff; recommends progressive discipline procedures for associates who are not in compliance with the standard.
• Takes actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
• Works with other supervisory and management staff to address all areas to ensure a consistent quality work environment.
• Assists other Front Desk Personnel when needed.
• Performs any related duties as requested by management.

Requirements

• Two years combined prior front desk and supervisor experience.
• Prior Marriott experience preferred.

Benefits

• Medical, Dental, and Vision Insurance – eligible for Full‑Time Associates after 60 days of service.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) – eligible for Full‑Time Associates after 60 days of service.
• Optional Life Insurance – available for Full‑Time Associates.
• Long‑Term Disability Insurance – available for Full‑Time Associates.
• Company‑Paid Life Insurance – all Full‑Time Associates receive coverage.
• 401(k) Retirement Plan – eligible after 1 year of service, ≥1,000 hours worked, and age 21+; includes company match.
• Paid Time Off & Holidays – up to 40 hours sick time annually after 90 days; holiday pay for six recognized holidays plus a paid birthday; vacation accrual starts after 1 year (up to 40 hours first year) and increases with tenure.
• Employee Referral Program – earn rewards for referring friends or family.
• Travel Perks – discounted room rates at Marriott properties worldwide.
• Daily Meals – complimentary meal provided to all associates during their shift.

Schedule

Must be able to work the 3:00 pm–11:00 pm shift, weekends, and holidays.